Unify and Simplify Better Collaboration for
- 1. Unify and Simplify Better Collaboration for Improved Productivity Alicia Heaton
- 2. Agenda Meridian and UCC Our Network of Skills and Partners The Value of UCC ROI and Getting Started Meridian IT Practice Areas and Services Offerings Questions
- 3. Meridian and UCC Goals Provide easy user access to a comprehensive, integrated solution for voice, video, and data Build upon and extend messaging architecture Deliver an ecosystem of solutions Utilize a full range of Software and Meridian IT services to provide the best solution for our customers Increase customer value by creating synergy between your IP Telephony or PBX and IBM solutions Establish an open platform for business communications and collaboration
- 4. Meridian IT : Collaboration, Network and Telephony Meridian is uniquely position to help customers across multiple telephony providers Sametime integrates with telephony as a technology, not just a specific implementation Meridian can help customers determine the best fit for them
- 5. Companies are looking at unified communications NOW! rich presence web, audio, video conferencing unified messaging e-mail of companies using VoIP say they want unified communications instant messaging IP telephony capabilities Source: InformationWeek Research VoIP study http://www.informationweek.com/news/showArticle.jhtml?articleID=189800103&pgno=1&queryText= $ 3.08bn Market 57%
- 6. The virtual workplace is here © Copyright Nemertes Research Inc., 2006. All rights reserved 58% of IT executives consider their company to be a virtual workplace 90% of employees work in locations other than headquarters Between 60% and 70% of employees work in different locations than their bosses The number of virtual workers has increased by 800% over the past five years
- 7. Communication IS the critical-path to successful business processes Industry App. Embed UC tools into process to Increase contextual collaboration Reduce decision latency Speed up teaming Improve expertise contact Improve customer service Unified communications streamlines business processes Current reality CRM ERP Back Office STOP CRM ERP Industry App. Back Office Communication/collaboration required Exception : Who should I call? Approval : Who is available and where? Teaming : Who do we get together? Expertise : Who and how do I reach them? Location : How do I reach the sales rep? STOP Communication/collaboration required Communication/collaboration required
- 8. Use innovative technology to: Expedite customer interactions Anticipate customer needs Achieve resolution on the first call Facilitate structured interaction among individuals, teams, and organizations to: Streamline business processes Anticipate problems before they occur Improve teaming Eliminate people delay Change the way employees interact to : Increase individual productivity Allow teams to collaborate across different locations Provide access anytime, anywhere Maintain Customer Loyalty Improve Business Effectiveness Increase Employee Productivity The benefits of a UCC strategy Strengthen Business Partner Relationships Work more closely with your partners to: Optimize your supply chain and in turn satisfy customer needs Ensure that they are knowledgeable about the offerings they sell on your behalf
- 9. Increase employee productivity For enterprises of all sizes, loss of productivity can be the enemy. Easily find and collaborate with coworkers? Find and connect coworkers with the click of a button? Reach any employee or supplier in real time, no matter where they are located? What if you could… Display employee availability presence awareness Quickly reach each other to collaborate with Click-to-Call Locate an employee anytime, anywhere with intelligent call routing Give employees access to voicemail, e-mail, and fax messages on a laptop, PDA, or phone with unified messaging You can…
- 10. Improve business effectiveness Employees are mobile—they are on the road, at customer sites, and on the move—yet they still need to communicate and collaborate effectively. Streamline business processes and workflow? Quickly identify and resolve issues through collaboration? Improve teaming to support smart and quick decision making? What if you could… Proactively identify and detect potential issues by integrating UC capabilities with core business applications Quickly solve problems by alerting employees to customer, supply chain, or internal issues Identify problems and brainstorm alternatives by using rich media conferencing and collaboration capabilities You can…
- 11. Maintain customer loyalty Customers want service that is proactive, personal, and fast. If you can’t give them what they want, when they want it, a competitor will. Anticipate a customer’s needs? Notify customers the moment a product is delivered or a service completed? Let a customer examine a product, even though it is at a different store? Have customers participate in a focus group without leaving their home or office? What if you could… View a customer’s history before speaking to them with customer contact center solutions Integrate communications systems with service applications to notify a customer when a transaction is complete Integrate UC solutions with inventory databases, so a customer can check availability of an out-of-stock item at another store and view the desired product via video conferencing Bring the focus group to your customer with rich media conferencing solutions You can…
- 12. Optimizing your supply chain can increase your customer reach and improve relationships with your business partners who are critical to your success. Strengthen business partner relationships Ensure that business partners are up to date on your product and service offerings? Identify supply chain issues and quickly address them? What if you could… You can… Conduct training classes with video and Web conferencing, allowing business partners to participate from their own office Use collaboration applications to work closely with your supply chain partners to resolve issues as they arise
- 13. Where to start? Where UCC is getting traction Professional Services Mobile high value workers accessible remotely for professional advice Insurance Claims Agents have improved response times and process streamlining Healthcare Improve patient satisfaction AND raise productivity/utilization of specialists International Bank Leveraging ad hoc video conferencing – cultural requirement Development Marketing Manufg Ops Custom Care Sales Logistics Source: Business Communications Review/ June 2007 By Permission of Marty Parker, Principal © Communication Perspectives 2007 Link to report UCC Solutions Collaboration Acceleration Seamless Information Contact Management Resource ID & Problem Resolution Info Portal w/Communications
- 14. ROI: Why the Status Quo Must Go: The True Cost of Doing Nothing Key Findings: Enterprises of 1,000 people could lose $13M year in lost productivity and avoidable expense Latency/“waiting for information” a delay of 5.3 hours per week, average annual cost of over $9000 per user. Business travellers estimated 11 days per year on unnecessary or avoidable business travel or annual waste of at least $3400 per person to “synchronize teams” 75% incurred incremental communication costs of an average annual cost of $1488. These are the additional communications expenses on top of “typical travel expenses.“ “ Remote worker” who spent 10% of their time working from remote locations noted lack of parity in communication services with reduced productivity by an average of 7.8 hours a month Total lost and avoidable expense ranged from $6K (500 person enterprise) to $12K (1,000 person enterprise) per person per year using a “conservative estimate” “ Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?” Independent Insignia Research of Toronto, Canada Copyright © Siemens Communications , Inc.. All rights reserved Full white paper available from Siemens Enterprise Network US: www.siemens.com/us/open/ucsurvey UK: www.siemens.co.uk/open/ucsurvey DE: www.siemens.de/open/ucsurvey
- 15. ROI: Business value of Unified Communications Forrester Consulting calculated 3-year risk-adjusted ROI of 563% Quantitative savings Individual and workgroup productivity Travel cost savings Reducing the time to complete projects Shortened sales cycles Cost reductions for dial-in conferencing and telephony charges Other potential benefits: Reduced total cost of ownership of telephony equipment, management & Administration Reduced training expenses Improved ability to attract and retain quality employees Faster, better resolution of customer services issues Forrester Consulting 2007, “The Total Economic Impact” © Link to report
- 16. Lessons Learned from engagements with Customers Don’t wait! UCC can deliver real business value Quantifiable metrics – use various research studies to model Lessons Learned Secure Executive support Get LoB sponsor and quantify business benefit during pilot Leverage lessons learned with first LoB pilot IT and Telecommunications need to be working together Assemble SWOT team with key stakeholders Strong project management because several competencies required Business cases are extremely valuable Nothing is a ‘rip and replace’ Speed to Implementation = Speed to Business Value If you have good infrastructure planning and implementation – then integration is easy and quickly extends as you grow Simple converged desktop – with little or no training
- 17. How can Meridian Help Network of expertise Partnerships Internal Expertise Building the ROI Let us help! Best of Breed Solutions Evaluate Implement
- 18. Navigating the Complex IT landscape Superior Relationships With Industry Leading Suppliers Strong Understanding of Client Business Requirements Meridian Group Possesses the Knowledge, Communications, & Ability to Unify IT Infrastructures – and protect them – while Maximizing Performance & Efficiency